In today’s social and mobile world, businesses need to move faster and share knowledge more broadly than ever before. Information and engagement are so instantaneous that you need to move fast to keep up. Businesses also need to connect to customers on their terms, which increasingly means getting on social media platforms.
Social and mobile have transformed customers’ service expectations. Customers expect quality, personalised service; and they expect it on their terms across the web, social media platforms, mobile technology and smart phones.
With the correct customer relationship management (CRM) systems, you can earn customers for life by providing relevant, personalised service – at any time and via any channel. Empower your agents with everything they need at their fingertips to deliver amazing customer service.
The problem comes when all the different departments have differing views on what is important and where CRM should focus its attention. It becomes clear that CRM should be a coordinated, concerted effort to manage customers as a whole instead of splitting the resources of the company and hence falling short on all levels.
Let’s look at some tips on how to maximise CRM to its full effect.
Know your company
You need to have a thorough institutional knowledge of your company and your service or product offering before you even consider engaging with the customer. Have an extensive system detailing all the services and products on offer as well as a detailed list of all employees/personnel and their functionality. This should be a safe document that can be made available to anyone who might need it in the execution of their duties, yet at the same time enjoy limited open-file access.